Paper Key : IRJ************595
Author: M Gyanada Chowdary
Date Published: 04 Nov 2024
Abstract
In an era where competition in the market is on the rise, organizations have to focus on customer assessment because it is a way enhancing the level of product of which further enhances customer satisfaction and eventually the loyalty to the brand. This paper presents text analytics as a tool to evaluate customer feedback and addresses the other methodologies used by companies to make useful information from a mass of raw text data. This research answers several questions about the use of text analytics, the results of such utilization, the impact on product development and customer service, thereby presenting the integrated approach in practical business. Using the Technology Acceptance Model (TAM) and Service-Dominant Logic (SDL) as the reference framework, the research understanding seeks to explain the adoption of text analytics tools within the relationships between the business and the customer as well as the value co-creation. The results indicate that organizations which utilize text analytics capabilities improve the knowledge regarding customer insights and further enhance the capabilities to business due to changing customer needs. This ongoing research also notes some inadequacies in existing studies such as cross industry longitudinal studies and provides suggestions on areas to consider for more studies in text analysis.
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